Design and Implementation of a CBL-Quality Management Course: Added-Value to Quality Improvement of Community’s Services Yahya Saleh Anwar Al Shaer Wafa’ Qeeno 30, May,2014 1 An-Najah National University Faculty of Graduate Studies Engineering Management Master Program
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Design and Implementation of a CBL-Quality Management Course: Added-Value to Quality
Improvement of Community’s Services
Yahya Saleh Anwar Al Shaer Wafa’ Qeeno
30, May,2014 1
An-Najah National University Faculty of Graduate Studies
Engineering Management Master Program
Agenda Introduction
Intended Learninig Objectives (ILOs)
Course Requirements CBL-Project Description
Added-Value to the Quality of PALTEL
Added-Value to the Quality of Specialized Arab
Hospital
2
Introduction
“Improve quality, you automatically improve productivity. You capture the market with lower price and better quality. You stay in business, and you provide jobs. (It's) so simple." (W. Edwards Deming).
(465212) Quality Management (QM) focuses on studying the main principles, philosophies, and tools of quality planning, controlling and improvement
Emphasis ion concepts and statistical methods employed in the assurance of product/service conformance to specification limits
3
A CBL-project to gain knowledge and practice in implementing quality management principles and tools in diverse Palestinian Industries and Service Organizations(Community)
Aim of the CBL-project: addressing and solving a quality-related problems in targeted Palestinian Organizations to enable them delivering high-quality products and services to Palestinian customers
4
Intended Learninig Objectives (ILOs)
Demenostrate an understanding of quality
management theory, principles, and practices in real-life problems in the targeted Palestinian organizations
Apply one of the quality management systems as a criteria for self-assessment of quality level
Identify the needs and expectations of internal and external customers
5
Improve quality characteristics of products and
services in the targeted Palestinian organizations
Utilize quality improvement tools and practices for continuous improvement
Develop strategies for organizational change and transformation to high-quality culture in the targeted Palestinian organizations
6
Course Requirements
Prerequisite: a background with some basic knowledge
on probability (discrete and continuous random variables) and statisitics (hypothesis testing) (465122)
Required Textbook: Douglas C. Montgomery, Cheryl L. Jennings, Michele E. Pfund (2011). Managing, Controlling, and Improving Quality. First Edition, John Wiley
Course Format: Class was a mix of lectures, in-class exercises, case discussions, presentations and computer applications
One Midterm Exam (20%) and One Comprehensive Final Exam (40%)
The exams will be combination of Multiple Choice, computational and essay questions. The exams will cover all material from the required textbook, class discussions and lecture notes
9
CBL-Project Description
Goal of CBL-Project
Providing students with a realistic environment to
demonstrate their competence with diagnosing and analyzing a quality-related problem in one of Palestinian organizations (service and manufacturing) and suggesting specific improvement action plans
10
Projects were selected with the goal of being completed
in one semester
Projects were selected to address a quality-related issue of a single process, product or service in a Palestinian organization rather than tackling a complex quality system
The project were determined and defined in collaboration with the community partner (organization) within the first two weeks of the semester
A real need for project selection and implementation was a must (via proposal presentation)
11
The following was a list of topics that might be relevant, however,
students could suggest other topics:
12
Topic Topic Topic
•Corrective Action and Prevention •Cost of Quality •ISO 9000-2000 •Organization for Quality •Process Management •Quality Audits •Quality by Design •Quality Concepts
•Quality Control •Quality Culture •Quality Function Deployment •Benchmarking •Quality from the Customer Perspective •Quality Information Systems •Quality Planning •Quality Tools
•Statistical Process Control •Six-Sigma •Strategic Quality Management •Supply Chain Management •Quality in Health Care •Quality in Higher Education
The following were the main milestones for the project:
• Quality Assurance and Quality Control Management Systems in Palestinian Contractor Companies
• Quality Manual for Continuing Learning Department at PTUK University
• Software Quality Assurance for Trust International Assurance Company
• Quality of Work Life for An-Najah National University Employees
• Improving Quality by Improving Losses at UNIPAL
18
• Quality of Supply Chain Management at Zalmout Distribution Company
• Study of Quality Management in Construction Projects in West Bank
• Impact of Service Quality on Customer Satisfaction in PALTEL Company (to be presented later)
• Quality Control of Materials Supplied to Engineering Projects
• Enhancing Quality Management for Effective Workforce Management at Nablus Soap Factory
• Improving Quality through Basic 7QC Tools at Anabtawi Group
• Establishing and Implementing A Quality Management System for Construction Materials Testing Laboratories for the Ministry of Public Works and Housing
19
Impact of service quality on customer satisfaction in PALTEL
Company
Quality Management Project
Anwar AlShaer & Ahmad Othman
20
Agenda 1. Introduction
2. PALTEL Company
6. Methodology
8. Limitations
7. Data Analysis
10. References
3. Definitions
5. Literature Review
4. Problem Statement
9. Conclusions and Recommendations
21
Introduction
Telecom and information is the key to rapid economic and
social development of the Country.
The forces of
globalization of
telecommunication
market have pressurized
the companies to
maintain their market
share by focusing on
retaining their current
customer.
CRM
Image
Campaigns
OSS
responsive
Customer
Satisfaction
Quality
22
PALTEL Company PALTEL is the national telecommunications provider in
Palestine started by 1996.
PALTEL offers a range of services including local and
international telephone services, internet, data
communications, value-added services, payphones, and next
generation services in addition to creating the backbone for
other related telecom services.
The company has an exclusive License Agreement with the
Palestinian National Authority (PNA) to develop the telecom
sector.
PALTEL today leads Palestine into the new era of
communications through its state-of-the-art technology and
advanced services.
Paltel got the ISO 9001 certificate and applying ETOM
forms in writing quality procedures
23
Definitions We will study the impact of Qualservice in Paltel on the customers
satisfaction
Service Quality : involve determining whether perceived service delivery
meets, exceeds or fails to meet customer expectations (Cronin and Taylor, 1992; Oliver, 1993; Zeithaml, Berry and Parasuraman, 1993).
Customer satisfaction : consumer satisfaction comprises three basic
components including the type of response (cognitive, affective or
conative); the centre of interest or the subject on which the response is
focused;
and the moment in time at which the evaluation is made
of Giese and Cote (2000)
24
Problem Statement and Objective
1. To find out the effect of Service quality in PALTEL on its
customers.
2. To explore the key dimensions of service quality for Paltel
services
3. To ascertain which aspect of service quality have significant
impact on customer satisfaction.
4. To find results and suggest measures to the Paltel to monitor
quality. 25
Serv. Quality Impact
Phase 1 Phase 2 Phase 3
Quality Customer
Satisfacti
on
Loyalty
,
Retenti
on
growth
First
choice
target
26
Literature View In particular, consumers prefer service quality when the price
and other cost elements are held constant (Turban, 2002).
Service quality can be measured in terms of customer
perception, customer expectation, customer satisfaction, and
customer attitude (Sachdev &Verma 2004),
A recent study by Ojo (2010) in
the telecommunication industry
showed that a positive
relationship exists between
service quality and customer
satisfaction. The same
relationship is demonstrated by
Cook (2008) and Oyeniyi and
Abiodun (2008) 27
Methodology
Phase 1 Phase 3 Phase 4
Developing
questionnaire
to measure
customer
satisfactions
about these
dimensions,
analysis
customer
satisfaction
about
campaigns ,
here we took a
campaign
which named
(ال تتفاجا كتير)
analysis raw
data from CRM
system to find
out some
control charts
to monitor
quality in some
of mentioned
dominations
Phase 2
Sample around 40
customer selected on
randomly.
Attributes Are :
responsive ,price ,
technical,
maintenance
response and time to
solve the problems,
treatments of
PALTEL employees,
payment
methods, sites ,
provided
information about
services
using SPSS software
Minitab software
interview
with quality
dep.
employee 28
Questionnaire البيانات الشخصية الخاصة برب األسرة : القسم األول